Service Team Leader - Customer Care

RGB Network; Greater London; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Company pension

Training and progression opportunities

Mon-Fri, 08:00-17:00

Job summary

RGB Network in Rainham is seeking a Service Team Lead to guide the Service Team, mentor colleagues and ensure customers receive a consistently high level of service. This hands-on leadership role will develop the team and align service delivery with SLAs.

You will manage incoming calls and tickets, allocate engineers, monitor KPIs, and drive process improvements while maintaining a professional, customer-focused approach during Monday–Friday 08:00–17:00.

Qualifications

• Experience leading a customer service or helpdesk team.
• Proven ability to coach and develop team members.
• Strong communication and problem-solving skills.

Responsibilities

• Lead, mentor and support the Service Team.
• Monitor SLAs and KPIs, manage calls and service requests.
• Allocate engineers based on skills and availability.
• Ensure accurate logging and progression of jobs from start to finish.
• Identify process improvements and drive customer satisfaction.

Skills

Team leadership

Customer service

Coaching & mentoring

Communication

Problem solving

Tools

CRM software

MS Office

Job description

RGB Network in Rainham is seeking a Service Team Lead to guide the Service Team, mentor colleagues and ensure customers receive a consistently high level of service. This hands-on leadership role will develop the team and align service delivery with SLAs.

You will manage incoming calls and tickets, allocate engineers, monitor KPIs, and drive process improvements while maintaining a professional, customer-focused approach during Monday–Friday 08:00–17:00.